COLUMBIA — The City of Columbia has initiated the implementation of an AI chatbot on its website to aid residents in accessing general information more effectively.
Described as a virtual assistant in training, the CoMo Chatbot is a machine learning program designed to swiftly search the city’s entire website for relevant information, as explained by Stephanie Brown, the customer service manager of the City of Columbia contact center. The chatbot currently provides basic answers but aims to offer more detailed responses over time.
Through its machine learning capabilities, the chatbot improves its efficiency with each query, allowing the public to actively contribute to its development. Brown emphasized the interactive nature of the chatbot, stating that it evolves based on user interactions.
The initial phase of the program’s launch focused on city transportation details, with the chatbot now suggesting prompts for users upon accessing the interface. These prompts mirror common inquiries received by the contact center, such as queries about trash collection schedules, recycling locations, contacting representatives, and utility bill payments.
Moreover, users have the option to input their questions directly into the chat interface, engaging with the chatbot as they would with a human representative. This approach aims to enhance accessibility to city services and information for residents.
Brown highlighted the chatbot’s role in streamlining customer service by handling routine queries, allowing human representatives to address more complex issues that necessitate personalized assistance. The chatbot’s availability beyond regular business hours enables residents to access information even during staffing shortages, ensuring continuous service provision.
While the chatbot caters to general inquiries, Brown assured that human representatives remain accessible during business hours. In cases where the chatbot reaches its limitations, users are seamlessly directed to the city’s live chat feature for further assistance.
The introduction of the chatbot signifies Columbia’s commitment to leveraging technology for improved service delivery and efficiency. By integrating technology with human resources, the city aims to enhance its service capabilities and adapt to the demands of the modern era.
